What are the responsibilities and job description for the Referrals Specialist position at Health Care for the Homeless?
Overview
The Referrals Specialist provides best-in-class customer service to clients, staff and visitors through administrative support. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through the referral processing cycle. This role moves effortlessly through multiple client services departments, providing training and excellent customer service regardless of specific tasks.
Key Role Responsibilities
Responsibilities
In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:
Formal Education and Training
The Referrals Specialist provides best-in-class customer service to clients, staff and visitors through administrative support. This role accurately and efficiently manages confidential information in multiple databases and systems to support clients through the referral processing cycle. This role moves effortlessly through multiple client services departments, providing training and excellent customer service regardless of specific tasks.
Key Role Responsibilities
- Processes referrals generated by providers at discharge, which includes: identifying referral entity, obtaining authorizations if needed, completing all necessary paperwork, and faxes supporting documents to the referring entity.
- Complete referrals based on established weekly goals.
- Track, monitor and complete assigned referrals.
- Follow-up with clients and or the referring entity regarding outstanding referral issues as needed.
- Assist clients with scheduling referral appointments as needed.
- Track and report processing issues to supervisor.
- Verify client insurance benefits to obtain pre-authorization.
- Train staff on referral completion process.
- Provide technical assistance to community sites
Responsibilities
In addition to role responsibilities, each staff member of Health Care for the Homeless has the following responsibilities as a part of their employment:
- Models and reinforces the Health Care for the Homeless “core values” of dignity, authenticity, hope, justice, passion and balance
- Actively participates in performance improvement activities and actively participates in advocacy activities that support the mission of Health Care for the Homeless
- Protects our client’s personal health information by maintaining compliance with HIPAA and other relevant Health Care related IT security regulations
- Performs other duties on an as-needed basis
Formal Education and Training
- Associate Degree; Bachelor’s preferred
- At least two (2) years of experience in client services preferably case management. Formal relevant education may substitute for experience.
- Experience working with people who are experiencing homelessness or from low-income backgrounds.
- Experience working with computers and databases, preferably medical or insurance systems.
- Must be able to efficiently operate multiple line telephone system, all internal databases and operating systems and registration for benefits and insurance throughout Health Care for the Homeless’ processes and procedures.
- Excellent customer service, with ability to clearly communicate verbally and in writing.
- Must be able to maintain confidentiality in all circumstances.
- Must be able to remain calm in highly inflammatory circumstances, providing and taking clear direction and maintaining a respectful demeanor.
- High level of motivation, initiative and responsibility.
- Able to work with interdisciplinary teams
- Able to cope with interruptions, be flexible and be a team player
- Bilingual in Spanish and English preferred